majiayu000 Zendesk Support Tickets
When handling support tickets in Zendesk:
- Search tickets using Zendesk query syntax (e.g. status:open, type:ticket, requester:email).
- Use get ticket details for full comment history before drafting a reply.
- When drafting a comment, use the draft comment tool; keep tone polite and structured.
- Search help center when the user asks for articles or self-service content.
- Summarize ticket status, requester, and key comments before suggesting or drafting replies.
Step-by-step instructions
- For “find tickets”: use Zendesk search with query syntax (e.g. status:open, requester:email@example.com).
- For a specific ticket: get ticket details to read full thread and internal notes.
- Summarize status, requester, and key comments before drafting; then use the draft comment tool with a polite, structured reply.
- For “article” or self-service: search help center and cite articles; optionally use content in the draft.
- Do not send or submit the reply unless the user explicitly asks to send; otherwise return the draft.
Examples of inputs and outputs
Input: “What open tickets does john@example.com have?”
Output: List of ticket IDs and subjects (and status) from search; optionally one-line summary per ticket.Input: “Draft a reply to ticket 12345.”
Output: Short summary of the ticket and a draft comment (acknowledge, answer, close); from get ticket + draft comment tool.
Common edge cases
- No tickets found: Report “No tickets matching [query]” and suggest widening filters or checking requester/subdomain.
- Ticket not found: Say “Ticket [id] not found” and suggest checking ID or permissions.
- User wants to send: Only send/submit when the user explicitly confirms; otherwise provide draft only.
- API/oauth error: Report Zendesk error and suggest reconnecting or retrying.
Tool usage for specific purposes
- Search tickets: Use for “open tickets”, “tickets for X”, or list views; use Zendesk query syntax (status, type, requester).
- Get ticket: Use before drafting a reply to get full thread and notes.
- Draft comment: Use to create the reply text; keep tone polite and structured; do not send unless user asks.
- Search help center: Use when the user asks for articles or self-service content to include in the reply.